Microsoft Technical Support Engineer 

Taiwan, Taoyuan City 

375844812

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
• OR 5+ years of technical support, technical consulting experience, or information technology experience.
• A working knowledge of the fundamentals of cloud computing
• Some experience with LDAPS, Security, OS Internals concepts
• Microsoft Azure architecture and its components (Fabric, Compute, Storage)
• Knowledge of Microsoft Azure Platform services
• Azure Platform development and deployment concepts
• Familiarity with development: tools, language, process, methods, troubleshooting
• Any experience with Open Source platforms and technologies would be useful

Previous Support Engineering experience is a requirement.

Technical expertise requirements:

• 2 years’ experience in one or more of the following technical areas:
• Excellent understanding of Virtualization concepts and virtual system administration
  (focus on VMware)
• Experience with virtual machine management
• Experience with vCenter management
• Experience with vSAN
• Experience and excellent understanding of On-premise, Virtual and Cloud Networking concepts
• Familiarity with Azure Networking components (vWAN, Express Route, Global Reach, vNET peering, VPN)
• Operating System break-fix and performance troubleshooting skills
• Troubleshooting experience with SAN/NAS storage
• Troubleshooting experience with Storage virtualization and Networking Virtualization
• Basic knowledge of Windows Server. Focus on Active Directory concepts
• Basic Knowledge in Linux Administration
• Knowledge of Microsoft Azure Platform services
• Experience with NSX-T
• VCP Data Center Virtualization
• VCP Network Virtualization

Language Qualification

English Language: confident in reading, writing and speaking.

Good to have: Fluent in German, French, Italian or other languages in EMEA space.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Response and Resolution:

• You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement:

• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to diagnose the issue and business impact. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged.

• Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
• Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
• Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
• Translates feedback and creates processes and workflows for case resolution.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.